Who Packed the Towels? And Other Communication Challenges

I’m writing this while away with my family at the beach, and I’ve been reminded of something: communication is harder than it looks. You can have a plan, repeat the plan, and still end up asking questions like: Who has the sunscreen? Who told the kids we were getting ice cream before lunch? And how did we leave without towels?

It has made me laugh more than once this week, but it also feels relevant to the work we’re doing at GBMC HealthCare.

Earlier this year, we said we wanted our communication to be clearer, more consistent, and more useful. As part of that effort, we introduced three labels for systemwide messages:

• Action Required – something you must do, and it is time-sensitive
• FYI – important information, but not urgent
• Participate – an optional opportunity to engage, learn, or join something valuable

The goal was simple: make it easier to know what a message is asking of you.

Here’s what we’ve learned so far.

What’s working

We have made real progress. So far, more than 80% of leaders with at least one direct report have completed communication plans for their teams: thank you to all who did that; the process was new, and we learned a lot about how we can streamline it in the future. We also created a Monday email digest with quick information, upcoming events, and important deadlines for the week. My blog continues to come out on Tuesdays at 6:30 a.m., and the Pulse enewsletter still comes out on Thursdays. We are also trying to keep the timing of these standing communications more consistent, generally around 6:30ish in the morning, so they become more predictable parts of the week.

Additionally, we have reduced systemwide broadcast emails by more than 40%. That matters because when everything is treated like a priority, people start to tune it out and the truly important things do not stick. We do not need more noise. We need clearer signals.

What’s been harder

Progress does not mean perfect.

The biggest challenge is consistency. Creating a communication plan is one thing; using it well over time is another. Communication is one of the hardest parts of leadership, and it takes constant attention. I need our leaders to keep thinking carefully about how information reaches their teams, especially when those teams are not sitting in front of a computer all day.

We are also seeing overlap among some of our communication channels. That can make communication feel repetitive instead of helpful. And we’ve seen a drop in participation in some events. That tells us we still need to make some thoughtful changes.

What we’re adjusting

We are actively looking for ways to refine, consolidate, and reduce duplication while still making sure people get the information they need. That may include taking a closer look at the frequency of Pulse and the type of content it includes so it has a clearer purpose.

We are also making some practical changes, including day-of reminders for select events that do not require advance registration. Those reminders will be clearly labeled “Participate” so they feel like an invitation, not pressure.

And we know email is only part of the answer. We need to do more with the non-electronic ways information cascades across our system. Huddles, bulletin boards, manager conversations, and team check-ins still matter tremendously, especially for reaching the front line.

One more touchpoint

Soon, you will receive a very brief survey as a touchpoint since the last employee engagement survey. One question will focus on communication, and some will focus on our culture of safety. We want to understand how people are feeling and how we can keep improving.

Help us keep improving

Here’s a question I’ve been asking a lot as I chat with front line staff lately. I’m hoping some folks will weigh in on it in the comments to help me think through it... How can we get more people who aren’t in front of a computer throughout the day to see the blog (and our other communications)?

We said we were going to keep improving and iterating. We are. And we will keep at it. 

Employee Spotlight

Nihkolle McGirt

Senior Ambulatory Practice Manager

GBMC Health Partners - Owings Mills

How long have you been at GBMC HealthCare?

10 years

What is one key way you support a zero harm/safety culture?

I have created a space that allows my team to have open communication: where they feel confident and comfortable with reporting risks or near misses, without fear of blame. We use every opportunity as a chance to learn, thus building a culture where safety is prioritized, shared, and proactive. My mission is to lead by example and be consistent so that others see the standards we should follow.

What is the most rewarding part of your job?

The most rewarding part of my job is having the ability to help others along in their journey. I am passionate about supporting and encouraging people to discover their potential and/or to find their happy place. It is important to me to create a space that allows people to feel empowered to make decisions that yield positive outcomes and to know that their voice and contributions matter. As a leader, I take pride in having a team that shares a common goal of being kind and doing what's right.

Do you have any hobbies?

I love crafting! Anything from hand knitting, event planning, decorating, making floral arrangements and so much more!